Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Squarespace as my website and commerce platform since April of this year, going through the process of validating my credentials to accept payments. All went well the first four months, until I received notice that SS "still needed to verify [my] information" (although no additional request had been made since initially in April) and that all of my payouts were paused until they could review my information. I immediately submitted what they requested (a photo of my driver's license and a selfie) but have not heard back. I have tried using the Live Chat function, only to learn that there are too many requests for help and I must send an email. I have sent an email with no reply. Nearly $10,000 is being held up with no communication from the company, a huge issue for a small business.

  Business Response

  Date: 08/26/2024

  Dear *******************************,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/26/24 regarding a complaint submitted to the Better Business Bureau by ********************. In the notification, the complainant notes that they are unsatisfied with our chat response times and the process to receive a payout. 

  
  This customer was in contact with our support team on Friday 8/23/24. Our support team responded to that inquiry on the same day with additional information regarding their matter. The customer had additional questions after our initial response which has been escalated to the appropriate team today, 8/26/24. After reviewing the incident further, it appears the customer has been paid out yesterday. 

  
  The support ticket number #******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint. 

  
  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **** 
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/17/24 my domain was renewed after being transferred from ****** domains to Squarespace. Once renewed by Squarespace on 8/17, my website has shut down. My website and email are both shut down at this time causing my business to not be able to run. I have been chatting with customer support every day since Monday 8/19 telling me they will contact me ASAP to get this fixed. Customer support is unhelpful and I have not received any contact from Squarespace engineer team through email at all. (And today, their chat is down.) To top it off, I am still paying full price for this service that doesn't want to help, and that isn't up and running. My business is solely online so having my website down is costing me money everyday.

  Business Response

  Date: 08/23/2024

  
  Dear *****************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 23, 2024 regarding a complaint submitted to the Better Business Bureau by *****************************. In the notification, the complainant notes that they are unsatisfied with our support regarding a domain subscription.
  We have followed up directly with this individual today August 23, 2024 to escalate the issue with a higher priority to our specialist team. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  Once our specialist team is able to work with engineering on a fix, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***********************:Dear Squarespace Support Team,I am writing to urgently request your assistance in reinstating our ****** Workspace account, which has been recently suspended. We had previously used the domain ****************** for our ****** Workspace, but have since transitioned to ****************. Our account is currently active and fully paid for under this new domain. However, it seems that the suspension was incorrectly applied due to an outstanding payment related to our old domain, ******************.This suspension is causing significant disruption as we cannot access critical emails and files necessary for our business operations. I kindly ask that you resolve this issue as soon as possible and reinstate our ****** Workspace account associated with ****************.Thank you for your prompt attention to this matter.Best regards,A

  Business Response

  Date: 08/26/2024

  Dear ******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/23/24 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they need urgent assistance with their ****** Workspace account. 
  
  We have followed up directly with this individual on Friday 8/23 to provide clarification on what happened with their account and get things resolved for them. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  Once this customer confirms that their primary domain has been moved, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************** 
  Customer Support Lead
  ******************
  
  

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I am still missing my refund

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 09/08/2024

  Dear ******,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 8/27/24 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are still awaiting their refund. 
  
  We are unsure what refund this customer is looking for as they initially contacted us about an account suspension. We resolved this suspension, followed up with the customer, and never heard back. If the customer continues to have questions or issues, they can reply to the support ticket number ******** or open a new ticket. It is important to note the customer still has an active case with our support team and we are happy to work through any remaining issues. 
  
  It does appear this customer's initial complaint has been resolved so this case is considered resolved on our end, unless we receive more details on an additional issue here.

  Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************** 
  Customer Support Lead
  Squarespace, Inc.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our domain names were automatically migrated form ****** to Squarespace, we have been attempting to transfer our domain names from squarespace to another provider, sqaurespace is preventing this from happening, we have reached for multiple days with no response from their support, their support channels but we keep getting this repsonse "Sorry, we're receiving a large volume of chat requests and don't have an available live chat agent right now. Please contact us via email at this link and we'll reply as soon as possible: ****************************************************************. We apologize for the delay."this has been going on for several days, and we feel this is a deliberate delay tactic on their part and are holding our property (the domain names) hostage in the process.

  Business Response

  Date: 08/26/2024

  Dear *****************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated  8/23/2024 regarding a complaint submitted to the Better Business Bureau by *********************. In the notification, the complainant notes that their domain is locked and that they are dissatisfied with our responses.
  Please be advised that our records indicate the customer has been in contact with ********************** support and received a response advising that their case is being escalated for review on Tuesday 8/20/24.  
  We have followed up directly with this individual today 8/26/24 to provide advice that their case has been escalated for review. The support ticket number #******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  Since we are continuing to offer support to ***** and actively working on resolving this matter we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  Sincerely,
  ****
  Customer Support Lead
  ******************
  

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  the issue is still not resolved, adn while they say the ticket was opened, which is correct, i did open a ticket, in fact several, i never got a response other than an automated response saying they had received the ticket, no follow-up of any kind, after 5+ days of trying to connect with a live customer service **** I did finally successfully get in touch with a person this morning on 8/26/2024.  The customer service who's only name reference is ******** could not resolve the issue, Included below, is the content of the email message they sent me after concluding the chat session. No Ticket number is referenced, and again the issue is not yet resolved. I am hopeful that ******** will follow-up with then the next 24 hours Squarespace is not living up to its duty to provide adequate customer support given a critical failing in its services. I am sure this issue  could be resolved in a matter of minutes, if they would actually assign a knowledgeable senior tech to the issue. 

  according to the ***** Transfers Policy, 

   

  5.2 Registrars must provide the Registered Name Holder with the unique "AuthInfo" code and remove the "ClientTransferProhibited" within five (5) calendar days of the Registered Name ******'s initial request if the Registrar does not provide facilities for the Registered Name Holder to generate and manage their own unique "AuthInfo" code and to remove the "ClientTransferProhibited" status

  *******************************************************************

   

  My intent to transfer the domain novologic.com from Squarespace to another registrar was blocked by squarespace's technical issues and has not been resolved since then or since the initial ticket was submitted to them.

   

   

   

  ***********   ****** *** ******* ***** * **** **** **** ** **** **** **** **** **** *********** ** * ********* ****** *** ***** * ******* **** *** ***** ******* ***** *** *** ******* ******** ** ** *** **** ** *** **** ********* ***** **** *****   ** ***** ** **** ********** ** ***** ***** *** *** ****** ** ****** *** ******** ************* **** **** ************ * ** ***** ** ******** ******* *** *****   * **** ******* *** ** ** **** *** **** ********** **** *** ***** * ** ****** *** **** *** **** ********* **** ***** *** ** **** ********** ***** *** *** **** ******** ***** ** **** ** **** ******** *** ****   ** *** ********* *** *** **** ** ********* ** *** ********* *** **** ***** ******* **** *** * ********* ***** ******   * **** ** ** ***** ***** *** ** **** ** *** **** *** ******* ********* ***** *** *********** * **** ********* * ** **** ** **** ** ********** ******* ** ********* ******* *** *** *** ******** *** ************** **** ********** ****** *******************************************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  Squarespace finally got a customer service *** in contact with us and resolved the issue, I firmly believe it was only as a result of our going through the BBB. so thank you for your service in this matter.

  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Squarespace support has been completely unresponsive since they took over gsuite / ****** domains and email accounts. I had my email handled by ****** before and since squarespace took it over they said my account has lapsed (not true) and there is no way for me to log into my account and try and update the billing information etc. I have reached out 4 times via email, vis social media and via the "live chat" on their site and the only response has been that they have increased amounts of complaints and they will get back to me. I have now not had access to my business email account for a full week which is potentially losing me thousands of dollars in current and future work. This is a huge problem and there is no where to try and escalate this issue. I want them to contact me and actually get my email restarted.

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date Sent Communication to Squarespace 8.13.2024. No response except for an automated email stating in queue. Issue: ****** transitioned my ****** Workspace to this shady company to manage account. Ever since transition, this company has billed me multiple times over past two months for a single workspace account. This was communication I sent to them and received no response on.I am writing to formally address unauthorized charges that have been applied to my account following the transition of my services from ****** to your company. While I understand and accept the charges related to the renewal of my annual domain fees and the monthly $18 fee for ****** Workspace, I have recently discovered that your company has been billing me multiple times for the same two months for a single Workspace account.These unauthorized billing practices are not only unethical but also illegal under consumer protection laws. Additionally, I have identified deficiencies in your billing system on Squarespace, including the lack of a clear and accessible method to review or understand the charges being applied to my account. Moreover, your system fails to provide invoices for the two $12 charges, further obscuring the billing process.I hereby demand an immediate refund of the unauthorized charges and a thorough review of your billing system to prevent any further instances of unauthorized billing. Should this issue not be resolved promptly, I will be compelled to escalate this matter by filing formal complaints with the Better Business Bureau (BBB), the ************************ (FTC), and the Michigan Attorney General's Office.Please consider this notice an opportunity to rectify the situation before additional legal action becomes necessary. I trust that you will address this matter with the urgency and diligence it requires.

  Business Response

  Date: 08/27/2024

  Dear *******************************,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 21, 2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our billing policies.

  
  Please be advised that our records indicate the customer reached out to us on August 13, 2024 and we responded to them on August 21, 2024. In our email to them we went over a billing breakdown and provided them with a description of each charge. We did not overcharge them and addressed this in the email. 

  
  We have followed up directly with this individual to provide clarification on our policies. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.

  
  We will consider this complaint resolved, as the customer has not reached back out to us since August 21, 2024. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ******
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Yes, I received their email. After further review, it appears that monthly charge may have been correct. It was the way the charges came through. On the other hand the two $12 charges are not accounted for nor is information available in the invoice section. Nor did they address how hard it is to use their system to find billing etc.  
  
  As far as part of original complaint, I will review one more time just to confirm everything is on up and up. Still does not address the other two charges which i provided screenshots of in complaint. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/28/2024

  Dear *****, 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated 08/28/2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant notes that they are unsatisfied with our response regarding their inquiry related to several invoices and our billing system. 

  The original inquiry was responded to with details about all but two invoices. The agent that responded to this ticket informed ***** that further investigation was needed for these two remaining invoices. The additional invoices have now been confirmed and we have sent a response with details. Weve also assured Tyrea the feedback about our billing system is crucial and appreciated. The ticket number ******** can be referenced for this response. 

  With this response, all of the invoices in the original request have been confirmed and we will consider this complaint resolved. However, our team will continue to work with Tyrea if there are any additional questions. Should you require any additional information, please do not hesitate to contact us.

  Sincerely,
  **************
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Domain was transferred from ****** to square space, and for the last week we have been trying to update the payment information for our domain as per the email requests from square space. We were not having any luck and unable to reach out to any support. As of yesterday Aug 19th, 2024 our domain has expired due to no payment, and we have lost an extensive amount of emails and are unable to conduct our business professionally. I have reached out to the **************** Team multiple times with little to no help. They only have chat service or ask you send an email. I have done both yet gotten no response by email and the chat is always too busy to push me through. This morning I had to get up at 6am MT when squarespace opens at 8:00am in order to be one of the first on the chat, when I finally got through, a lady named ******* started to help me and asked to continue by email so I can provide her with some required documents. I continued to communicate with her by email and provided all the required documents plud proceeded with the steps she asked me to do, only to be ghosted in the end and sitting here waiting for a reply or trying to get back in the chat again. It is unacceptable a $6.25B fortune company, not have propoer customer service and phone service support. I am not the first for this issue, I seen lots of complaints and see that lots of business including my own have lost lots of time and business due to this issue.

  Business Response

  Date: 08/20/2024

  Dear *****************************,
  
  Squarespace, Inc. (Squarespace) writes in response to your notification date 8/20/2024 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unsatisfied while managing their custom domain arcdesign.group.
  
  Please be advised that our records indicate the customer contacted ********************** and weve consolidated all of their previous tickets to ensure we support ******** in the most efficient steps moving forward. Further, we offer 24/7 365 day support.
  We have followed up directly with this individual today 8/20/2024 to provide clarification on the next best steps in regards to their custom domain. *** personally organized all of their details and information and escalated their ticket to our Product Support team, where theyll resolve their domain issues moving forward. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  

  Now that Ive escalated Mohammads information and issues to our Product Support team, they will resolve these matters shortly and we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They did not do much to help me after fidgeting around with it for two days I was able to figure out what the issue was and resolve the matter myself. They were very hard to get a hold of due to there poor customer service chat assistance and no phone assistance.  When I did get a hold of them they just passed me off to other team members "Superiors" they called them, which provided no help and the issue could have been resolved simply by letting me know that I needed to log in with my gmail and not yahoo. 

   

  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 09/09/2024

  
  Dear *****************************,

  
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 9/9/24 and 8/30/24 regarding a complaint submitted to the Better Business Bureau by ***************************. In the notification, the complainant notes that they are unsatisfied with our customer service and the support theyve received over the last few weeks.
  Please be advised that while we do not offer phone support we do offer 24/7 365 day support via chat and email.

  
  We have followed up directly with this individual today 9/9/24 to provide additional support and to maintain an open line of communication with ********. The support ticket number #******** can be referenced going forward. It is important to note the customer had an active case with our support team that the report has since been resolved by our team at the time of their rejection.

  
  Since we were able to provide customer support and resolve the original issue, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  Beau 
  Customer Support Lead
  ******************
  

  
  

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Squarespace customer service since Monday, August 12, 2024, regarding an urgent issue with transferring my domain. Despite following the instructions provided in the *** and help pages, I have been unable to complete the transfer. The instructions advise submitting a support ticket, but there is no option available to do so on the website.Frustrated, I sent an email to Squarespace customer support, detailing my issue and requesting assistance. It has now been five days, and I have not received any response or acknowledgment of my email. This lack of communication is unacceptable, especially considering the time-sensitive nature of domain transfers.As a paying customer, I expect prompt and effective support, but Squarespaces lack of responsiveness has left me without any recourse to resolve this issue. I am now facing potential disruptions to my business operations due to their inaction. I request immediate assistance with my domain transfer and a formal response to my complaint.

  Business Response

  Date: 08/20/2024

  Dear *******************************,

  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 20, 2024 regarding a complaint submitted to the Better Business Bureau by *****************. In the notification, the complainant notes that they are trying to transfer the ownership of their domain. 
  The customer reached out to us on August 14th and was unable to get in touch with support. The support ticket number #******** can be referenced going forward. It is important to note the customer had an active case with our support team that is now being responded to and that  at the moment, were experiencing a higher than normal volume of requests. All of our teams are working together as quickly as possible to answer inquiries in the order theyre received.

  
  Since their ticket was responded to today August 20th, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ****
  Customer Support Lead
  ******************
  

  
  

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am familiar with all of the **** and *********** articles and instructions, since I have been waiting over a week to hear from a Squarespace support agent. 
  
  
  The instructions and link  sent do not answer or help with my concern. I need to transfer the domain AWAY from Squarespace, per my original query. 
  The instructions on the help center are not clear.
  
  
  I had not received my *** code until yesterday (past 24 hrs stated).

  My question is, can I provide the *** code to the new owner to then initiate the transfer away from Squarespace and claim ownership of the domain? They do no want to create a squarespace account, they prefer to have the *** code and transfer the domain themselves. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 08/21/2024

  Dear *****, 
  Squarespace, Inc. (Squarespace) writes in response to your notification dated 08/21/2024 regarding a complaint submitted to the Better Business Bureau by *****************. In the notification, the complainant notes that they are unsatisfied with our response regarding transferring their domain. 
  The original inquiry about transferring domain to another company was responded to with steps on transferring domain ownership. A supervisor is assigned to this ticket and responded to this ticket as recently as 08/20/2024. ******* response includes the additional information that this domain needs to be transferred away from Squarespace. Our team is working on responding and the ticket number ******** can continue to be referenced. 
  Our team will continue to work towards a resolution with ******. Should you require any additional information, please do not hesitate to contact us.
  Sincerely,
  **************
  Customer Support Lead
  ******************
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** sold its domain services to squarespace. However, when my domains were forcibly transferred to squarespace, they also transferred my ****** workspace. In doing so, squarespace decided to double charge me for a "prorated amount". However, despite the fact that I have receipts from ****** showing that I was already charged for the time squarespace also charged me, squarespace refuses to refund me for that prorated amount. They found some ****** support site ************************************************************************, as if it is proof I wasn't charged for that time, despite receipts. They never even cared to see my receipts. They just said they were not going to refund me because of a random link that does not prove anything, and is clearly different than my circumstances. I gave them the benefit of the doubt, thinking this was some technical issue. But it is clear they intended to double charge just because they found an inaccurate ****** page.It took them until August 12th to charge me this amount, claiming they charge different than ******. But if they actually did, they would have charged me on July 1st, when my account was transferred, not the next months 12th.I want a refund of the prorated amount they made up.I have attached receipts that prove my circumstances are different than their link (my first march receipt, and the April 12th receipt for the normal amount, which goes against their link that is clearly inaccurate, and should be unrelated to me and only between them and ******).Also, the really weird way they charged me in August + the fake "prorated" amount. I also included the July payment, which is what I expected from July, and the reason this whole situation is weird.To be clear, my timeline:March 12th, started ****** trial.April 12th, first charge (different than their link claims)June 12th, last charge from ****** July 12th, first squarespace charge August 12th, regular + "prorated" scam amount for July 1st - 12th

  Business Response

  Date: 08/20/2024

  Dear ******* 

  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 20, 2024 regarding a complaint submitted to the Better Business Bureau by ***********************. In the notification, the complainant states that they have received an illegitimate charge. 

  The customer reached out to us on August 19th and they spoke to our support agents via both live chat and email. Our agents explained that this additional ****** Workspace charge is a prorated charge for the time between when their domain/account migrated to us from ****** and the time they received their first invoice with us. We have documentation of each invoice that includes the dates it covers. That said, we did go ahead and issue a balance to the customers account that covers their requested refund amount as a one-time courtesy for the misunderstanding. This will automatically apply to future payments. 
  
  The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  
  Since their ticket was responded to and a balance was issued, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  **************

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  That being said, they still incorrectly insist they did nothing wrong. I was never a ****** Workspace customer. I was technically a ****** Domains customer, which acted as a third party reseller of ****** Workspace. ****** Domains charged at the beginning of the billing cycle, unlike Squarespace's claims.

  But again, they did issue me a credit, and I am satisfied.

  Thank you
  
  
  
  
   
  
  

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a domain name through Squarespace in 2021 (the domain name is revisioned.org), and have been unable to access that domain since July 26. This has done irreparably damage to my small business. I would like Squarespace to release the domain so that I can purchase it through a different provider. I have had to purchase a new domain, through a different provider, however I'm unable to redirect traffic from my old email address or website. Squarespace customer service has not provided any help.

  Business Response

  Date: 08/21/2024

  Dear *******************************,
  Squarespace, Inc. (Squarespace) writes in response to your notification dated August 19th, 2024 regarding a complaint submitted to the Better Business Bureau by ****************. In the notification, the complainant notes that they are seeking to access their domain. 
  Please be advised that our records indicate the customer has been in touch with our team of Product Specialists in order to do this, but we have requested additional information in order to assist. 
  The customer needs permission from the account owner in order to make changes to the aforementioned domain. Once this has been completed, we will be happy to help. The support ticket number ******** can be referenced going forward. It is important to note the customer had an active case with our support team that was being worked through at the time of their complaint.
  Once this customer takes the necessary action of changing the permissions on the account, we will consider this complaint resolved. Should you require any additional information, please do not hesitate to contact us.
  
  Sincerely,
  ************ 
  Customer Support Lead
  ******************